IT Regional Coordinator

Roles and Responsibilities

• Liaison with Regional FEs and project manager
• Responsible for onsite visit of FEs for Preventive Maintenance, Service Requests, New store rollout plans and Mothballing
• Facilitate project rollout in the region.
• Ensure the deployment of skilled FEs in regions
• Closely monitor the activities against plan and take necessary corrective actions
• Day-to-day interaction with the Field Support, Retail Service Desk Team, Vendor Management Lead and Configuration Management Lead.
• Escalate matters to the Field Operations Manager requiring immediate attention
• Develop expertise in Retail Business application / Infrastructure and associated Hardware to guide the regional team and provide solutions towards any problems faced by them.
• Monitor web queries (Pending / High Ageing / Escalated calls from Business / client) and call assignment to team.
• Perform performance review of Retail Field Team to achieve the required level of productivity.
• Meeting the SLA Targets and comply to the agreed SLA for ticket resolution
• Identify Knowledge update/training requirements of the team
• Need to focus on Knowledge management.
• Implement continuous process improvement initiatives
• Provide specialized knowledge in specific aspects of a Service or in relevant technical areas of interest.
• Ensure efficient flow of Problem tickets through the Problem Management process.
• Provide Business analyst perspective to the recurring incidents and help in RCA of the problems.
• Develop roster for Field team and maintain shift schedule to cover the service window and perform workforce management.
• Ensure process and policy adherence. Focused effort to improve the process to enable efficient flow of tickets (Tier 1/Tier 2).
• Enhance the service levels with continuous service improvement.
• Ensure process and policy adherence of the Field team.
• Coordinate with Vendor Management Lead, Asset Management Lead and regional coordinators
• Escalate matters requiring management intervention to Field Operations Manager and Program Manager.
• Ensuring policies, processes and standards are followed in Field operations.
• Designing and implementing new processes and policies as suggested by Field Operations Manager and Reliance Retail IT Management.

Desired Candidate Profile

• 4 to 5 years of FM & Infrastructure services experience with strong knowledge related to Infrastructure.
• Rotational Week off / No Fixed Sunday off
• Working on National Holidays against which you shall be eligible for double pay.
• PH will be working against which comp off will be provided
• Must possess good communication skills and should be able to escalate issues or technical problems as instructed.
• Should be patient to handle the day to day activities.
• Shall have good conduct and behavior and gain customer confidence.
• Should be responsible and dependable for all the activities under the scope of this project.
• Should be self-driven. Adhere to the schedules and procedures of the project.
• Should have very good leadership skills.
• Should have risk assessment and risk management skills.
• Should have very good client relationship management skills.
• Good communications skills Ability to articulate clearly in English (both verbal and written communication).
• Ability to work in a team driven environment under stringent targets.
• Good Analytical, Problem Solving Skills and Interpersonal Skills.
• Experience in the Retail IT domain will be an added advantage

Perks and Benefits

As per company norms